Microsoft Dynamics 365 for Customer Service Overview

Microsoft Dynamics 365 for Customer Service uses generative AI and automation to enhance customer services. Agents are empowered to deliver improved customer experiences.

Use Cases

Customers recommend Engagement Management, Customer Case Management, Sending & Publishing Communications, as the business use cases that they have been most satisfied with while using Microsoft Dynamics 365 for Customer Service.

Other use cases:

  • Helpdesk Management
  • Proposal & Quote Management
  • Performance Management
  • Products & Pricelist Management
  • Contacts History
  • Knowledge Management
  • Customer Feedback Management
See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Improve Brand Engagement are the most popular business priorities that customers and associates have achieved using Microsoft Dynamics 365 for Customer Service.

Other priorities:

  • Build Brand Awareness
  • Enter New Markets Internationally Or Locally
  • Acquire Customers
See all business priorities See less business priorities

Microsoft Dynamics 365 for Customer Service Use-Cases and Business Priorities: Customer Satisfaction Data

Microsoft Dynamics 365 for Customer Service works with different mediums / channels such as Omnichannel. User Generated Content. and Blogs.

Microsoft Dynamics 365 for Customer Service's features include Personalization. and Microsoft Dynamics 365 for Customer Service support capabilities include 24/7 Support, Chat Support, Phone Support, etc. also Microsoft Dynamics 365 for Customer Service analytics capabilities include Analytics, and Custom Reports.

Reviews

"...It also ensures your departments have a single source of insight to customer data and interaction history, creating the opportunity to provide informed and personalized customer service...." Peer review by Sachin M, Assistant Manager, Information Technology and Services

Microsoft Dynamics 365 for Customer Service, belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Microsoft Dynamics 365 for Customer Service

Top Industries

  • Information Technology and Services
  • Marketing and Advertising
  • Construction

Popular in

  • Small Business
  • Enterprise
  • Large Enterprise

Microsoft Dynamics 365 for Customer Service is popular in Information Technology And Services, Marketing And Advertising, and Construction and is widely used by Small Business, Enterprise, and Large Enterprise.

Comprehensive Insights on Microsoft Dynamics 365 for Customer Service Use Cases

Why is Microsoft Dynamics 365 for Customer Service the best choice for Engagement Management?

What makes Microsoft Dynamics 365 for Customer Service ideal for Customer Case Management?

How can Microsoft Dynamics 365 for Customer Service optimize your Sending & Publishing Communications Workflow?

What solutions does Microsoft Dynamics 365 for Customer Service provide for Proposal & Quote Management?

13+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well Microsoft Dynamics 365 for Customer Service solved their Help Desk needs. Cuspera uses 246 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Video

Dynamics 365 Customer Service Omnichannel Workshop

Video Thumbnail
lightning

Peers used Microsoft Dynamics 365 for Customer Service for engagement management and customer case management

Microsoft Dynamics 365 for Customer Service Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.30/5 ★

Read Reviews (5)
Analytics

4.54/5 ★

Read Reviews (14)
Custom Reports

4.10/5 ★

Read Reviews (18)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.30/5 ★

Read Reviews (5)
Analytics

4.54/5 ★

Read Reviews (14)
Custom Reports

4.10/5 ★

Read Reviews (18)

Software Failure Risk Guidance

?

for Microsoft Dynamics 365 for Customer Service

Overall Risk Meter

Low Medium High

Top Failure Risks for Microsoft Dynamics 365 for Customer Service

Microsoft Corporation News

Product

Microsoft commits to Google's interoperability protocol for AI agents - CIO Dive

Microsoft has joined Google's Agent2Agent (A2A) interoperability standards, collaborating with over 50 technology leaders to advance open AI agent protocols. Microsoft will soon launch a public preview of Agent2Agent in Foundry and Copilot Studio, enabling enterprise users to build multi-agent workflows across Azure AI and partner tools.

Read more →
Financial

What Microsoft's Q3 Showed About Tariffs, Cloud, AI, Partners: Analysis - CRN

Microsoft reported Q3 2025 revenue of $70 billion, a 15% year-over-year increase, surpassing expectations. The company highlighted sustained demand for AI and cloud products, ongoing partner program improvements, and acknowledged macroeconomic uncertainty, particularly regarding tariffs and future outlook.

Read more →
Company

Microsoft announces new European digital commitments

Microsoft has announced new digital commitments in Europe, including expanded datacenter operations across 16 countries and a Digital Resilience Commitment. These initiatives aim to strengthen digital infrastructure, support data security, and enhance technology access for European businesses and communities.

Read more →
Customer

Organisations receive 304 per cent ROI with Microsoft Azure Arc - Technology Record

Microsoft Azure Arc has delivered a 304% return on investment for organizations, according to a Forrester study. La Liga uses Azure Arc to enhance security for both in-person matches and digital environments. The study also reports a 30% improvement in IT operations and a 50% reduction in security risks with Azure Arc.

Read more →

Microsoft Corporation Profile

Company Name

Microsoft Corporation

Company Website

https://www.microsoft.com/en-us

Year Founded

1975

HQ Location

Redmond, WA

Employees

10001+

Social

Facebook Linkedin Twitter

Financials

IPO